Customer Support Analyst I And Ii
Há 6 dias
About UsAt Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers.
By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life.
Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.About The RoleIf you are passionate about Customer Support and want to make a difference in the daily lives of drivers and customers, join our teamResponsibilitiesHold welcome calls for new drivers, ensuring they understand the processes and have the tools they need to succeedMonitor and manage drivers' rest time, providing support when necessaryAssist drivers with issues related to supplies and proactively resolve possible problemsConduct regular calls with active drivers for follow-up and problem resolutionSatisfaction survey (CSAT and NPS): Conduct surveys to measure the level of satisfaction of drivers and customers, ensuring that feedback is addressed and implementedPlan and execute campaigns to increase driver engagement and retentionManage communication and monitoring of vehicle safety and maintenance campaignsDevelop and send mass communications to keep drivers and customers informed about important updatesCreate and share training materials for drivers and customersMonitor and update driver rankings based on performance metrics, creating gamificationCollect feedback from drivers after cancellation, seeking to identify improvements in the processManage the contract termination process and ensure completion of all termination stepExperience in Customer Success and proactive customer serviceRequisitosFluent in English and PortugueseFluency in Brazilian Portuguese (speaking, reading, and writing)Previous experience in Customer SupportAbility to manage customer relationships and resolve problemsAbility to analyze data and use metrics like CSAT and NPSExcellent communication and organization skillsProactivity and focus on resultsBonus QualificationsSpanish is a plusExperience in the logistics, transportation, or technology sectorBenefíciosExtra Information And BenefitsOn-site in Joinville, SCHealth and dental planPaid vacationHolidays offParental LeaveWedding LeaveFlash card (supermarket and restaurants)Total PassClude SaúdeAnnual bonus based on both company and individual performanceEligibility to the LTIP (Long Term Incentive Plan)Regime De ContrataçãoPessoa JurídicaDepartamentoAdministrativo
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